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Eight Essential Writing Skills for Customer Service Techies
Your technical staff is a wiz at trouble- shooting and solving your customers'problems.But when it comes to writing--explaining a technical problem or solution to a customer via email, drafting a help or how-to documente, something gets lost in translation. These days having technical know-how isn't enough. Your techies need to master some writing essentials to convey their know-how to your customers. These eight skills will go a long way toward helping your techies communicate with your customers in writing.
Download E-WRITE's White Paper:
Is poor writing a problem in customer service e-mail? We think so, but judge for yourself. The e-mails in this "Sampler" (a PDF download) are real exchanges between customers and companies. (Names have been changed... ) This "Sampler of Customer DIS-Service E-Mail" illustrates the e-mail writing problems we've seen, from punctuation, spelling, and usage errors to e-mail responses that don't answer the customer's question. We collected these e-mails while working on Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents and believe they illustrate perfectly how poorly written e-mail is a disservice to customers. So take a look at this "Sampler," if only to be sure that your company's e-mails aren't included!
Answering E-Mail From Angry Customers: How To Turn Furious People Into Fans
Answering e-mail from an angry customer is a challenge. Here are ten tips that will help you solve your customer's problem and salve his anger.
One-And-Done Customer Service E-Mail: Ending The E-Mail Loops
Endless e-mail loops cost you money and customers. Here are best practices for
achieving one-and-done e-mail. (Contact Professional, PDF download)
Answering Customer Service E-Mail: Five Errors to Avoid
Our analysis of customer service e-mail turned up five common traits that turn customers off. Learn what they are and how to avoid them.
Set The Tone In E-Mail: How You Say It Is As Important As What You Say
Setting the right tone in e-mail writing is more than just choosing the right wine to go with the meal. Effective e-mail writers must be able to control the tone of their writing so their e-mail will have the results they intend.
Customer Service E-Mail in a "Do Not Call" World
With customers saying "do not call, do not spam," your customer service e-mail can be an important marketing tool. Here are five tips for transforming routine customer service e-mail into e-mail that markets a relationship ... with you.
Web Writing for the World: Five Tips On Writing For Global Readers
510 million non-native English speakers will be online by 2003! Learn how to welcome these potential customers and make your e-mail easy for them to understand. Read our five writing tips for making your customer service e-mail universal
Elevating Customer Service E-Mail: From Adequate to Excellent
Learn how to write excellent customer service e-mail that goes beyond merely answering customers' questions to solving customers' problems and making them feel valued.
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